AccountId: 011433970860
ContactId: b792f3d1-4f9a-49be-9b5f-5f2b888472af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157720 ms
Total Talk Time (AGENT): 80869 ms
Total Talk Time (CUSTOMER): 56991 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/b792f3d1-4f9a-49be-9b5f-5f2b888472af_20250214T15:26_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi Miss. [PII], good morning. This is [PII]. I'm calling just to check on eligibility and one of our patients, please.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with eligibility. Can you please give me your call back number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am, it is [PII] direct line.
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then [PII]'s date of birth, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her policy number?
[CUSTOMER][NEUTRAL] 01868745
[AGENT][NEUTRAL] OK, let me look that policy up real quick for us.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] I see, I have a question. Does this insurance picks up the second, the primary?
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Like, like the copay?
[AGENT][NEUTRAL] Yes, um, so, and this is just to verify her coverage. It's not a guarantee of payment. This is a supplemental insurance policy. It's a gap policy that helps with deductible, co-pay, and co-insurance. She has an inpatient calendar year benefit amount of $2550 and then she also has an outpatient calendar year benefit amount of $2550.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] for the
[CUSTOMER][NEUTRAL] and
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] To go towards deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] 9, OK.
[CUSTOMER][NEUTRAL] OK perfect I just wanted to to ask that as well and then if I can just have a reference number for this call please.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, you can use my name. It's [PII] and today's date. And Miss [PII], what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is Texas digestive specialist.
[AGENT][POSITIVE] OK, thank you. I appreciate that.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Alright is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that will be it.
[AGENT][POSITIVE] OK, Miss [PII], you have a great [PII] and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you so much you as well take care.
[AGENT][NEUTRAL] You too bye bye ma'am.
[CUSTOMER][NEUTRAL] Bye bye.